How to Use Health Scores and Usage Data to Increase Customer Retention
TheySaid: Real Strategies for Customer Success
English - August 05, 2021 19:46 - 23 minutes - 21.2 MB - ★★★★★ - 7 ratingsManagement Business customer success customer experience b2b saas account management go-to-market sales Homepage Download Apple Podcasts Google Podcasts Overcast Castro Pocket Casts RSS feed
Previous Episode: How to Measure VOC at the Speed of Relevance
In the last quarter of the year 2020, CSM Practice conducted a study to assess the validity of common industry assumptions about customer health scores. In this episode, Irit Eizips shares some surprising trends that came out of that research, along with advice on how to properly implement insights pulled from usage data. For low touch engagement models, she makes the case for having two health scores, using two separate teams:
1) Proactive / CSM Team - to measure and increase the value your customers get from your products and services.
2) Reactive / Retention Team - to evaluate various risk triggers that might cause a customer to churn and follow up with a clear playbook.